Refund policy

Last updated 17 September 2026

Your right to cancel

If you are a consumer, you may cancel an online order without giving a reason within 14 days after the day you, or a person you nominate, receives the goods. If one order is delivered in separate parcels on different days, the cancellation period ends 14 days after the last parcel is received.

To cancel, send a clear statement to contact@loyalnook.co.uk or to our postal address below before the cancellation period ends. Include enough information for us to identify your order. You may use the model cancellation form below, but you do not have to. Cancellation does not require our approval or a return authorisation number.

If your order has not been dispatched, contact us as soon as possible. We will try to stop it. If it has already been dispatched, follow the return process below.

Returning cancelled goods

Email contact@loyalnook.co.uk with your order details and we will confirm the next steps by email. If a physical return is required, we will provide the return address and instructions. Do not post goods to the business address, a supplier or the dispatch address without receiving the appropriate instructions. Contacting us for instructions does not make your cancellation subject to our approval.

Where a return is required, you must send the goods back within 14 days after telling us that you are cancelling. If our instructions are delayed, we will not use that delay to shorten your statutory rights. For a change-of-mind return, you are responsible for direct return postage where applicable. We are based in Canada and do not advertise a UK returns facility; an international return can cost substantially more than domestic postage. Any required return destination will be communicated by email. Pack goods securely; original packaging is helpful but is not a condition of your cancellation right. Keep proof of postage. Tracking is recommended, not compulsory.

You may inspect the goods as you would in a shop. We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Opening transport packaging and allowing compressed foam to expand does not by itself remove your cancellation right.

Refunds after cancellation

We will refund the price paid for the cancelled goods. If you paid for a delivery method, we will also refund the cost of our least expensive standard delivery option. Our standard UK delivery is currently free, so there is normally no outbound delivery charge to refund.

We will refund without undue delay. Where goods need to be returned and we have not offered to collect them, we may withhold the refund until we receive the goods or evidence that you sent them back, whichever happens first, and will refund within 14 days of that event. In other cases, the refund will be made within 14 days after you tell us you are cancelling. We will use the same payment method unless you expressly agree otherwise, with no refund fee. Our email instructions do not extend the legal refund deadlines.

Faulty damaged or incorrect goods

Your legal rights are separate from the 14-day cancellation right. Goods must be as described, of satisfactory quality and fit for their normal purpose. If an item arrives damaged, is faulty, is not what you ordered or develops a fault, email contact@loyalnook.co.uk with your order number and a description of the problem. Photos may help us assess visible damage, but they do not replace your statutory rights.

You normally have a short-term right to reject faulty goods for a full refund within 30 days of delivery. After that, you will normally be entitled to a repair or replacement, subject to the legal rules on feasibility and disproportionate cost. This must be provided without charge, within a reasonable time and without significant inconvenience. If the remedy fails, is unavailable or is not provided as required, you may be entitled to a price reduction or to reject the goods for a refund. Your rights do not expire after 30 days.

For the relevant remedies, a fault appearing within six months of delivery is generally presumed to have existed at delivery unless we can show otherwise or the presumption is incompatible with the nature of the goods or fault. We cover reasonable costs of returning faulty, damaged or incorrect goods. Contact us to arrange the return or collection. An agreed statutory refund will be made without undue delay and within 14 days of agreeing that you are entitled to it. Nothing in this policy limits your statutory rights.

Bundles and included guides

If you cancel a complete bundle and a physical return is required, the return covers all its physical items. Contact us if you wish to return only part of a bundle so that we can explain the applicable refund before you send it. This does not restrict remedies for an individual faulty item. Using a guide included at no separate charge does not waive your right to cancel the physical goods.

Model cancellation form

To: Hypora Inc., 735-3105 Promenade du Quartier Saint-Martin, Laval, Quebec H7T 0N7, Canada; contact@loyalnook.co.uk

I hereby give notice that I cancel my contract of sale for the following goods:

Order number:

Goods ordered:

Ordered on:

Received on:

Name of consumer:

Address of consumer:

Signature of consumer, only if this form is sent on paper:

Date: